Pizza Hut — Restaurant in Oklahoma City

I forgot to add toppings to a 3 topping pizza so it was just cheese despite paying for 3 toppings. Called immediately after ordering and asked if I could add the toppings over the phone if it was all cheese. She put me on hold for a few minutes. Came back and said she found my order and confirmed it was a 3 topping pizza with no toppings. I said the topping and she seemed to have written them down. Said she would be right back. Left me on hold for 5 minutes. Came back and said my order was already out for delivery. Skeptical because I just ordered, I looked at the app and it showed my order wasn’t even being prepared yet. I told her that and she left me on hold for another 8 minutes. Came back and seemed to of forgotten the conversation from 5 minutes ago, asked for my information again and asked if I wanted to cancel the order. I said I just called to see if I could add the toppings over the phone and the app says the pizza isn’t being prepared yet. Without answering, she left again, only saying she would be right back. When she came back she asked if there was anything else she could help me with. I was a little dumbfounded because she wasn’t communicating at all so I asked if i could talk with her manager. The manager immediately picks up and says the order is already in the oven(not delivery like was said 10 minutes ago) and because I used apple pay they can’t do anything. I gave up. Whatever cheese is fine. Ultimately my fault but having called immediately, well before the order was being prepared, it should of been a simple fix. Costing no one anything. The seemingly purposeful stalling and lack of agency deserves 1 star. Love Pizza Hut but not sure I’ll order from this...

We usually go to this location because it's really close to our house. The staff is always disorganized but our food is usually pretry good and they have it ready by the time stated online. However, this was not the case tonight. We ordered a pizza and cheesy bread sticks. Online it stated 25 to 30 minutes. We waited the full 30 min and went up there. It took about 10 to 15 minutes before someone even recognized that we were waiting by the register. A woman finally came up and we told her our name for the pick up order. She looked around and then told us it was not ready just yet. We understood and went to sit down. We noticed there were several other people waiting as well who also ordered online. All the employees were running around yelling at each and really acted like they had no idea what they were doing! We waited at the store for 35 minutes! So a total of over an hour when online it only stated the 25 to 30 mins. When our order was finally ready , instead of calling our name, they placed the food in container to keep it warm then walked away to prepare other food. There was one person at the register by this time helping other customers .so we had to get back in line just to inform them that was our food they placed in there! Terrible experience. The only good thing about it was that the pizza tasted fresh but the cheese bread sticks were a little burnt. Never...

In town on business, I am staying in a hotel. I ordered pizza at 6:45 pm was told I could expect delivery in 15 minutes (I thought this was a little quick but didn’t argue). Fast forward to about 8:15 pm I call to check on my order, they answer the phone INSTANTLY putting me on hold. Was left on hold for 28 minutes (ZERO EXAGGERATION)!!! When they finally got back on the phone I ask for a manager and a refund, the manager says “ok, you should expect a refund in 7-10 business days...oh actually your pizza is on the way are you sure you want to cancel it?” Uhhh yeah, I’m in a hotel you think I’m paying for cold pizza? And since when has a refund ever taken 7-10 business days? After I hang up the phone the delivery guy shows up with cold pizza, “ I cancelled the order” I tell him. He leaves with no apologies, explanations...nothing. It’s a weekday, no game night, no crazy specials going on. Inexcusable....